Clinical Support Specialist- West

The Opioid Epidemic is a public health crisis with a highly effective but underutilized clinical intervention - millions of Americans are physically dependent on Opioids but only 10% of those likely to have OUD actually access treatment. Bicycle Health addresses this gap by maximizing accessibility, affordability, and overall quality of care by enabling highly qualified clinicians to reach patients broadly and efficiently through our online platform. JOB OVERVIEW: The Clinical Support Specialist- West is responsible for performing essential support functions to help the healthcare team operate smoothly and efficiently. Primary duties include communicating with patients through phone and chat to provide timely assistance, scheduling appointments, locating pharmacies to fill prescriptions, handling technology support issues, managing patient records, and facilitating communication between patients and providers. This role is a key collaborator with our medical and behavioral health clinicians. Target Pay: $20.75/hr - Compensation to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Schedule: Saturday -Wednesday 10:45 AM-7:15 PM MST Training Schedule (5 weeks): Monday- Friday 10:00 AM- 6:30 PM EST Benefits: 3 Weeks PTO + 8.5 days of additional sick time + 10 paid holidays Paid parental leave 100% Employer Paid Medical, Dental, and Vision Insurance Employer Paid STD & LTD 401k $50 monthly Remote Work Stipend RESPONSIBILITIES: Serve as key point-of-contact for patients through their treatment and recovery process. Deliver world-class patient experience via phone, chat, and email while embodying the Bicycle Health AAA experience through timely response and resolution of any administrative, medication or service management issues that may arise. Make and receive inbound and outbound calls continuously throughout the work shift. Adhere to defined workflows to ensure patients and clinicians receive consistent, high-quality support and maintain clean documentation of care resolution support provided. Participate in a productive, tech-enabled, and team-oriented culture that seeks to create a best-in-class care experience for patients through the Bicycle Health app. Master our technology suite, including the Bicycle Health app, G-suite, Zoom, FreshWorks, Athena, among others to efficiently triage and resolve administrative and logistical tasks that support patient care. Collaborate with other medical and behavioral health clinicians to deliver successful telehealth care support. Regular and predictable attendance is required. All other duties as assigned. QUALIFICATIONS: High school diploma or GED, or 2 years of relevant work experience Meet at least one of these requirements: 2+ years of experience delivering best-in-class customer service in a high-volume environment in which the majority of your day is spent helping customers (including but not limited to: hospitality, customer care in a consumer-facing company, retail) OR 2+ years of experience delivering best-in-class customer service in a care coordination, patient advocacy, or equivalent patient-facing role in a healthcare setting OR 1+ years of experience delivering best-in-class customer service in an equivalent role (including but not limited to: patient experience, patient support, clinical support) in a telehealth setting Customer-first mentality, with high level of empathy and ability to think creatively to address roadblocks in real time. Strong written and verbal communication skills in written and audio assessments. Comfort with computer technology, especially typing, maximizing use of available resources, and navigating multiple software platforms (e.g., Microsoft / Google Suites). Consistent access to a private work environment with high speed internet and professionally appropriate surroundings for frequent video conferencing and a workstation setup conducive to remote work needs. This is a full-time (40hrs per week) remote position. #LIRemote #zr Associate - Recruitment Scam Notice We are aware of fraudulent recruiting messages circulating that claim to represent our company. Please note: All official communication from our recruiting team will come from an @bicyclehealth.com email address. We will never ask you to pay fees, purchase equipment, or provide financial information as part of our hiring process. We will never request your Social Security number or banking information before an offer of employment is made. We only conduct interviews through legitimate, scheduled channels and will never make job offers via text message or chat apps. If you believe you have been contacted by someone misrepresenting our company, please report it to [email protected] . About Bicycle Health: Bicycle Health is a telemedicine group that specializes in the evidence-based treatment of individuals with Opioid Use Disorder using buprenorphine. We’ve grown our clinical staff of medical providers caring for patients, across 32 states, and we employ a large ancillary staff for support with technologic and administrative needs, clinical and behavioral support, and care coordination. Our innovative model has achieved clinical outcomes that exceed expectations for standard-of-care in-person treatment nationally. Our mission is to increase access to high quality, affordable, convenient and confidential Opioid Use Disorder treatment for all. Bicycle Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other basis forbidden under federal, state, or local law.